Cab company refunds fare to Houston couple, plus bonus

Published 10:02 pm, Friday, July 27, 2012

Last week's Houston Advocate featured Elizabeth Schlein and Brian Molho, a mentally challenged couple who said they had been cheated by a Yellow Cab driver last month.

Company officials responded within hours of the story's publication and refunded the couple's $40 plus a $200 debit card for future travel.

"I'm very disappointed with our group and how they performed in this situation," said Steve Harter, chairman of Texas Taxi - a holding company that owns stock in the entities that run Yellow Cab in Houston, Galveston, Austin and San Antonio.

He spent three hours Monday reviewing the company's files on the incident and interviewing the driver.

Harter found that the 10-year cabbie had a "very clean record" and believes that miscommunication led to a misunderstanding with the passengers. He added that Yellow Cab's customer service erred by not completely resolving the complaint from Schlein's mother, Shirley Muse.

"We're not a rogue company trying to rip people off. We made a mistake. We regret that happened," Harter said. "I promise you this company is very focused on trying to do the right things in the community, and I hate to see this kind of publicity because it's just not really what the heart and soul of this company is."

Responses to the story also came in from readers as well as the city of Houston's Administration and Regulatory Affairs department, which oversees the taxi industry. Agency director Alfred J. Moran Jr. said anyone who has a problem with a Houston taxi should call 311 and ask for the department.

Muse said she intends to file an affidavit - a formal complaint - with the city agency.